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Sync data from Zendesk

Learn how Fin syncs user, ticket, and organization data from Zendesk and how to manage synced attributes inside Fin.

Updated this week

Note: Zendesk is deprecating API-token authentication. All new customers must connect Fin to Zendesk using OAuth.

  • New non-contracted customers: OAuth is required.

  • New contracted customers: OAuth becomes required when your workspace is enabled for OAuth.

  • Existing customers: API-token connections continue working, but if disconnected, reconnection must be done with OAuth. A persistent banner will appear in your Fin workspace until OAuth is enabled.

Connect to Zendesk using OAuth

OAuth is now the primary and required method for new customers. To connect:

  1. Go to Settings > Zendesk integration.

  2. Under Zendesk API, select Connect.

  3. Approve the OAuth request in Zendesk.

  4. Return to Fin to confirm the connection shows as Connected.

Tip: OAuth provides secure, token-free authentication and removes the need to manage API keys.

Your data will be automatically synced from Zendesk

Once connected using OAuth, Fin automatically syncs data from Zendesk every hour.

This includes:

  • User attributes (People data)

  • Ticket attributes (Conversation data)

  • Organization attributes (Company data)

  • Zendesk schedules

Syncing applies to:

  • Existing attributes

  • Newly created attributes

  • Deleted attributes

Re-sync list data with Zendesk

Fin allows manual re-syncing for list-type attributes (e.g., dropdowns, single-select fields).

To re-sync:

  1. Go to Settings > Integrations > Zendesk integration.

  2. In Sync data from Zendesk, select the attribute.

  3. Click Re-sync.

This updates the selectable values in Fin to match Zendesk.

Automatic sync via JWT

If you use Fin Messenger with JWT authentication, Fin automatically syncs user and organization fields from Zendesk each time:

  • The Messenger loads

  • A new message is sent via Zendesk Messenger

This ensures the most accurate data is available in your Fin workspace, facilitating more personalized and efficient workflows.

Manage the data that Fin collects

Fin names data slightly differently to Zendesk. Below we talk through each type of data available in Fin, how it maps to Zendesk and how it works. Note that all attributes synced from Zendesk are read-only in the Fin workspace to preserve data integrity.

User attributes = People data

Found in Settings > People data

  • Here you will see the user attributes that were synced from Zendesk (indicated via the Zendesk icon), as well as all of the default people data that Fin captures, such as operating system, country etc.

  • All people data captured by Fin can be passed back to Zendesk.

  • Its also possible to create new custom people data attributes within the Fin platform – simply hit "Create attribute" in the top right.
    ​

Ticket attributes = Conversation data

Found in Settings > Conversation data

  • You will see the tickets attributes that were synced from Zendesk (indicated via the Zendesk icon).

  • All conversation data captured by Fin can be passed back to Zendesk.

  • Its possible to create new conversation data attributes within the Fin platform – simply hit "Create attribute" in the top right.

Organization attributes = Company data

Found in Settings > Company data

  • You will see the organization attributes that were synced from Zendesk (indicated via the Zendesk icon).

  • All company data captured by Fin can be passed back to Zendesk.

  • Its possible to create new company data attributes within the Fin platform – simply hit "Create attribute" in the top right.

Note:

  • Attributes synced from Zendesk (marked with the Zendesk icon) are read-only in the Fin workspace.

  • Modifications to these attributes need to be made directly in Zendesk and will propagate to Fin during the next hourly sync.

  • Syncing over the Zendesk organization 'Multi-select' and 'Lookup' fields is currently not supported.

  • Zendesk 'tag' fields have specific behavior: only the 'Yes' or 'No' values associated with these tags are synced, not the tags themselves.

  • Tags are designed to function within Zendesk and cannot be edited directly in the Fin workspace.

  • Tags added in the Fin workspace are not synced back to Zendesk tickets during escalation. Only tags originating in Zendesk and then synced to Fin can be applied and will appear on the Zendesk ticket.

How tags and data attributes sync during ticket escalation

When Fin escalates a conversation to Zendesk:

  • Workflow attributes (set via Set conversation data or AI category detection) sync to Zendesk as ticket fields.

  • Integration tags such as fin-involved are automatically added.

  • Attributes must be set before the hand-off step for correct syncing.

Use your data to construct workflows

Every channel you deploy Fin to has a workflow, which defines the experience that your end-users go through. Using workflows, you can use your data in several ways...

Create conditional experiences based on certain data points

You can create branches in your workflow which use data to define what should happen next. For example, you might want to define different behaviour for VIP customers.

Populate data and pass back to Zendesk

To pass data back to Zendesk you can either populate that data manually or use AI to categorize it for you – this must be done via your workflow.

  • To populate data manually, you can add the "Set conversation data" step.

  • To populate via AI, you can add the "AI category detection" step.

Whichever option you choose, you should do this when using "Hand off to Zendesk agent" or "Create Zendesk ticket" in order to pass the data back to Zendesk onto your Zendesk ticket or live chat.

To ensure all attributes transfer properly during ticket escalation, include data-setting steps (e.g., "Set conversation data" or "AI category detection") before the handoff step in your workflow.

1. Edit the workflow for the Zendesk channel you're using

You'll find this by going to Deploy.

If you've not set up your channel yet, select the channel you'd like to use, and then go to the Workflow step.

For channels that are set up, just click the name of the workflow next to the channel where you'd like to do this.

2. Add a "Hand off to Zendesk agent" or "Create Zendesk ticket" step to the end of your workflow

Once you're editing your workflow, you can add either the "Hand off to Zendesk agent" step, or the "Create Zendesk ticket" step, depending on which option makes most sense. In the example below, we're using both optons depending on wether its during office hours.

3. Hit "Add step"

4. Select "Set conversation data" or "AI category detection"

Selecting "Set conversation data" allows you manually define what an attribute should be:

Selecting "AI category detection" allows you to populate attributes using AI:

If you see "Add description" like in the image above, you'll need to:

  • Go to Settings > Zendesk integration

  • Click the attribute.

  • Add descriptions next to each of the options.

  • This provides Fin with the information it needs to understand when it should select each option.

Note:

If you’re setting up Fin for Zendesk but don’t see these options under Deploy:

  • Fin Messenger

  • ZD Messaging

  • ZD tickets

  • Copilot

…it’s likely you’ve signed up for an Intercom Suite workspace instead. 👇

Fin for Zendesk is built specifically for Zendesk integration, focusing on ticketing and knowledge base features within Zendesk. It does not include Intercom Suite features like the Intercom Helpdesk or outbound messaging.

Intercom Suite, on the other hand, combines Fin AI Agent with Intercom’s own Helpdesk, outbound messaging, and customer support tools—but it does not integrate Fin with your current Zendesk setup.

If you only want Fin for Zendesk, you have two options:

  1. Delete your Intercom Suite account and then sign up for a free trial of Fin for Zendesk, or

  2. Log out of your Intercom Suite account and then start a free trial of Fin for Zendesk using a different email.

FAQs

Can I use synced Zendesk organization attributes to filter Fin data on the Analyze page?

Not at this time. Zendesk organization (company) attributes are not available as filters in the Analyze section.

Workaround: If you’re using the Fin Messenger workflow (this does not apply to the Zendesk Tickets workflow), you can create a branch that checks the Organization field and then apply a Tag based on that condition. You can then use this tag for reporting within Fin.

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